Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alan Cronin

Mississauga,ON

Summary

Dynamic Service and Parts Manager at Lift North America, recognized for enhancing customer satisfaction through strategic service management and operational efficiency. Proven track record in staff training and performance improvement, driving revenue growth while fostering teamwork and collaboration. Expertise in cost reduction and effective communication ensures exceptional service delivery and client retention.

Service-oriented professional with strong background in managing parts and service operations, ensuring optimal efficiency and customer satisfaction. Proven ability to lead teams, streamline processes, and drive results in dynamic environments. Skilled in inventory management, vendor relations, and technical troubleshooting, with focus on collaboration and adapting to evolving demands. Reliable and goal-focused, consistently delivering high-quality outcomes.

Overview

37
37
years of professional experience

Work History

Service and Parts Manager

Lift North America
01.2002 - Current
  • Oversee Service and Parts of two company branch's
  • Boosted employee morale by recognizing exceptional work performance regularly which led to increased productivity.
  • Achieved consistently high customer satisfaction ratings by maintaining strict quality control measures across all operations.
  • Identified opportunities for upselling products and services, driving additional revenue growth for the department.
  • Collaborated with suppliers to negotiate lower costs, resulting in increased profit margins.
  • Developed a comprehensive training program for new employees, improving retention rates and overall team performance.
  • Supervised a team of technicians, fostering a positive work environment and high-quality service standards.
  • Improved sales results through close collaboration with the sales department on product promotions.
  • Managed warranty claims efficiently, ensuring timely reimbursement from manufacturers.
  • Established effective communication channels with customers, enhancing their service experience and promoting repeat business.
  • Conducted regular performance evaluations for staff members, identifying areas for improvement and providing targeted coaching as needed.
  • Oversaw facility upkeep to create a clean, safe workspace that met regulatory compliance standards.
  • Provided timely, insightful and accurate reports to upper management.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Service Manager/ Service Technician

Brandt Equipment
02.1999 - 01.2002
  • Employed first as Service Tech then Service Manager
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Participated in customer visits to factory
  • Trained as service technician through Ditch Witch
  • Repaired equipment in shop and on customer site
  • Helped design new facility in Milton

Service Technician

Wajax Industries
01.1995 - 01.1999
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
  • Worked on both Lift Trucks and Ditch Witch equipment

Service Technician

Johnston Equipment
01.1988 - 01.1999
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
  • Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
  • Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.

Education

Orangeville District Secondary School
Orangeville, ON
06-1987

Skills

  • Operational efficiency
  • Service scheduling
  • Sales support
  • Facility maintenance
  • Cost reduction
  • Employee evaluation
  • Customer service
  • Improving customer satisfaction
  • Staff training
  • Performance improvement
  • Profit and loss tracking
  • Teamwork and collaboration

Languages

English

Timeline

Service and Parts Manager

Lift North America
01.2002 - Current

Service Manager/ Service Technician

Brandt Equipment
02.1999 - 01.2002

Service Technician

Wajax Industries
01.1995 - 01.1999

Service Technician

Johnston Equipment
01.1988 - 01.1999

Orangeville District Secondary School

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Alan Cronin